Area Manager

**The Company**

Founded in 2012, Yoga Movement is Singapore's leading boutique fitness and lifestyle group, focused heavily on lifestyle, brand growth and accessibility, with a growing portfolio of studio locations within Singapore. Interest in and experience practicing yoga is a non-negotiable

**The Role**

The Yoga Movement Area (Studio) Manager is wholly responsible for the inner workings of their assigned studios, including but not limited to, all facets of Team Management, Service Training and Team Development, Studio Upkeep and Management. The Area Manager is ultimately responsible for how their studios look, feel, present, smell, etc. whilst working in line with the company’s branding and long-term goals.

**Responsibilities**:
**Client Services & Management**

The Area Manager is the go-to **client facing representative **of Yoga Movement. They will drive implementation of YM’s brand standards and customer service training programs, providing motivation, and sharing good vibes to create a positive and professional working environment. They are to ensure that Front Desk team are knowledgeable, inspired, and have an enjoyable experience working with us.

We run on an extremely high customer service focus in the business. We do not have binding memberships or contracts, which implies that we need to provide great service every time to ensure that our clients keep coming back. The Area Manager will be responsible for structured onboarding and hands-on trainings with the team to ensure all Front Desk staff are armed with the full scope of technical and product knowledge relating to YM, and fully capable to handle customer-based enquiries or challenges at their studio, including but not limited to:

- Maintaining the YM Service Standard for all front desk staff and ensuring a great client experience in the studios
- Maintaining replying to queries promptly, filing, and communication (no tardy replies)
- Maintaining a strong phone etiquette
- Ensuring a very positive yet relaxed demeanour for our front desk staff... we are confident (sometimes cocky), but we are polite, energetic, engaging, and fun.
- Maximising the capacity of each practice room, managing waitlists, third party booking sites and other day to day tasks as efficiently as possible.

Whilst we have more of a relaxed ‘sales focus’ at YM, the Area Manager will be responsible for ensuring that the Front Desk staff are well versed on:

- Current promotions and supporting sales lines (i.e., how to break it down for the customer and list benefits)
- The YM App and Web
- Our CMS booking system and third-party booking systems
- Our Core offering (YMTT, Class Packs, Private Classes etc)
- Our Terms & Conditions
- Our service standards (Regular updates and reinforcement of these to all Front Desk staff)

**Scheduling and Team Management**

The Area Manager is wholly responsible for the operations of their respective studios to ensure they run smoothly and in line with YM brand standards. This includes efficient scheduling of the Front Desk and Teaching teams for their studio needs, ensuring the teams work in tandem to provide the best client service experience possible, as well as team management, and oversight of performance management and professional growth via close partnership with the HQ team. This will also require development of strong policies around leave, shift swaps and cover management to ensure studio operations are never at the mercy of an individual’s schedule changes.

This role will be responsible for monitoring and optimising headcount requirements at the various studios, implementing planning and foresight to ensure that the studios are always sufficiently staffed with a well trained, on brand team. They will collaborate with HR on recruitment, hiring, onboarding processes and disciplinary functions for all team members - teachers and front desk - under their purview. Ultimately, the Area Managers have hands-on involvement in the development and standards of the Front Desk team, but also have guiding input on the teaching team’s individual advancement opportunities. They will work closely with the Academy & Training Manager for shortlisting of mentorship or career advancement opportunities by contributing feedback on team spirit, initiative and working attitude, to ensure that the most deserving team members grow with the company.

**Studio Management**

The Area Manager must ensure that all studio facilities are well maintained, and general housekeeping (Daily Grind) and tidiness are up to up to standards (it’s the first thing our clients see and it’s the Area Manager’ responsibility to ensure it’s looking good). Upkeep of the studios must be dealt with quickly and cost effectively, with clear channels for escalation and timelines for repairs and maintenance. Be resourceful and employ common sense around breakages and things that need to be fixed. Area Managers are also to ensure that all merchandise display